Director, Customer Success (EMEA)

TL;DR

Director of Customer Success (EMEA): Lead the development and operation of the Customer Success organization in the EMEA region to drive customer outcomes, NRR growth, and GRR protection with an accent on scalable data-driven strategies and digital motions. Focus on modernizing CS lifecycle through predictive health monitoring, executive business reviews, and cross-functional collaboration for expansion and retention.

Location: EMEA region (#LI-Remote)

Company

hirify.global provides a data and AI platform based on Postgres for transactional, analytical, and AI workloads across any cloud.

What you will do

• Manage and mentor a team of CSMs and TAMs, fostering accountability, curiosity, and commercial focus.
• Develop operational metrics like NRR, GRR, churn rate, TTV, and customer health scores.
• Act as Voice of the Customer to Product and Engineering, shaping the roadmap with regional priorities.
• Serve as executive sponsor for key accounts, handling escalations and building long-term partnerships.
• Implement predictive health monitoring, success planning, and digital-led workflows for scalability.
• Partner with Sales and Renewals to identify expansion opportunities and mitigate risks.

Requirements

• 10+ years in Customer Success Management and Professional Services leadership in high-growth B2B SaaS
• Proven collaboration with Sales, Marketing, Product, and Operations
• Experience implementing global processes and standards
• Strong people management, coaching, and stakeholder relationship skills
• Data-driven approach using telemetry for churn prediction and expansion
• Experience building CS playbooks and Tech-Touch strategies

Nice to have

• Direct experience connecting post-sale and sales experiences

Culture & Benefits

• Global collaboration with directors across APJ, EMEA, and Americas
• Wellness resources via CuraLinc and Wellness Fridays through December 2026
• Region-specific benefits; check career site for details
• Focus on work-life balance, diversity, and inclusive environment
• Strategic role driving enterprise valuation in open-source and AI data layers